Global Service Desk Manager

We at Yara are part of a global network collaborating to profitably and responsibly solve some of the world s key challenges - resource scarcity food insecurity and environmental change About the Unit About Yara Yara grows knowledge to responsibly feed the world and protect the planet Supporting our vision of a world without hunger and a planet respected we pursue a strategy of sustainable value growth promoting climate-friendly crop nutrition and zero-emission energy solutions Yara s ambition is focused on growing a nature positive food future that creates value for our customers shareholders and society at large and delivers a more sustainable food value chain To achieve our ambition we have taken the lead in developing digital farming tools for precision farming and work closely with partners throughout the food value chain to improve the efficiency and sustainability of food production Through our focus on clean ammonia production we aim to enable the hydrogen economy driving a green transition of shipping fertilizer production and other energy intensive industries Founded in 1905 to solve the emerging famine in Europe Yara has established a unique position as the industry s only global crop nutrition company We operate an integrated business model with around 17 000 employees and operations in over 60 countries with a proven track record of strong returns In 2021 Yara reported revenues of USD 16 6 billion About Enterprise IT Enterprise IT ensures a stable and secure technology environment for Yara which is our license to operate We aim to work hand in hand with regional Management to create the regional business transformation roadmap as well as identify and drive the fulfillment of the technology needs of the regional roadmaps We provide the technical expertise needed for various business and technology initiatives Enterprise IT works with several partners to provide support for daily technology tools as well as manage our infrastructure in Yara About The Team To lead the development of a high-performing hybrid IT Operations function based in Bengaluru India delivering global oversight of Operational governance and key service management processes The role is central to building team capabilities driving operational excellence and ensuring effective collaboration between global as well as regional teams and external partners This position will be instrumental in developing culture governance and delivery performance across global IT operations Responsibilities Provide strategic ownership of Global Service Desk and Knowledge Management processes ensuring a consistent high-quality end-user experience across all channels The role drives adoption of AI automation and self-service capabilities to optimize issue resolution reduce business disruption and enhance operational efficiency By taking ownership of the knowledge base and digital support channels the role enables proactive service delivery ensures accurate and up-to-date information and supports informed data-driven decisions It strengthens accountability drives continuous improvement and delivers measurable enhancements in service quality responsiveness and overall business impact Own the global end-to-end user experience ensuring consistent high-quality support across all channels mobile platforms and AI chatbot Drive knowledge base excellence maintaining accurate up-to-date content that empowers self-service Lead AI-driven service desk initiatives including chatbots and proactive automation for faster smarter global support Implement shift-left and automation strategies reducing manual workloads and optimizing service desk efficiency worldwide Standardize global performance metrics monitor KPIs SLAs and ensure ITIL-aligned service delivery Manage vendor governance enforcing accountability process adherence and high-quality service across all regions Identify gaps and drive continuous improvement leveraging AI analytics and process enhancements for global impact Deliver measurable business outcomes including cost reduction improved service consistency and improved end-user satisfaction Profile Education Bachelor s or Master s degree in Information Technology Computer Science or related field ITIL certification v4 preferred is mandatory Working Experience 10 years of experience in Global Service desk Knowledge Management or relate IT Operations role Proven experience leading Global teams and vendor management Strong understanding of ITIL processes with a focus on automation and continual service improvement Demonstrated experience building collaborative teams across geographies Experience in Agile working methods and IT project delivery Excellent interpersonal communication and leadership skills Other knowledge Strong understanding of ITIL framework and service management principles Understanding of Change and Configuration Management Incident Management processes Skills Proficiency in ITIL ITSM processes and platforms Analytical and data-driven decision-making skills Strong people project and stakeholder management capabilities Leadership People skills Excellent communication and interpersonal skills Ability to lead diverse cross-functional teams in a global environment Demonstrated ability to drive change and foster a culture of continuous improvement Other Requirements Fluent in English Willingness to travel occasionally across regions Cultural awareness and ability to work in a multinational environment Additional Information Why us Innovative Work Environment At YARA you ll be part of a dynamic team You would be working with a globally dispersed and diverse team We encourage creativity and out-of-the-box thinking providing you with the freedom to experiment and innovate Career Growth Opportunities Your professional development is our priority We o er tailored training programs mentorship from industry leaders and clear pathways for advancement Support for personal development learning and continuous learning is a priority Work-Life Balance We understand the importance of balancing work with personal life With flexible working hours remote work options and a generous vacation policy you ll have the time and space to recharge Impactful Work Your work will have a direct impact Our team s recent achievements in specific areas demonstrate the meaningful di erence we make every day Strong Company Values Our commitment to these values is reflected in our positive work culture low turnover rates and the long-term success of our employees Apply no later than Knowledge grows through differences Yara is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer We believe that creating a diverse and inclusive work environment is not only the right thing but also the smart thing to do To deliver on this Yara has firmly anchored Diversity Equity Inclusion DE I in our business strategy and has more than 400 employees worldwide involved in D I ambassadors networks As part of our recruitment process where permitted by local law we may conduct reference and background checks These checks will only be performed when deemed necessary for the nature of the job Candidates will be informed by HR before any background checks are initiated